Service Delivery Associate

About the Role

The Group IT Service Operations team strives to deliver a high-quality service and experience to the end-users in the organisation and constantly challenges the status quo to improve our capability.

Our vision is to establish a modernized service delivery and operation ecosystem through digitization, data analytics, intelligent process automation and agentic AI workflows. You will be working with a team of energetic and passionate people who want to bring new digital experience and productivity in the work culture.

The Service Delivery Executive is responsible in facilitating the change of our work infrastructure for the future by enabling and empowering our staff members for the digital age. We are seeking a proactive and detail-oriented individual to support the delivery of IT services, operational processes, asset management, and workplace technology services.

In this role, you will work closely with users, vendors, and IT teams to ensure service requests are handled efficiently, operational records are maintained accurately, and workplace technologies remain available and reliable. You will also contribute to service improvement initiatives and help enhance the overall end-user experience.

Key Responsibilities

Service Delivery & ITSM Support

• Support daily IT service delivery operations and service management activities.
• Monitor and coordinate service requests and incidents to ensure timely resolution and SLA compliance.
• Maintain and improve ServiceNow service catalogue items, workflows, forms, and knowledge articles.
• Support change management activities, including user communications and service advisories.
• Assist in service reporting, operational reviews, and continuous improvement initiatives.
• Maintain IT operational procedures, documentation, and records.

Knowledge Management

• Create, update, and maintain knowledge base articles, user guides, and operational documentation.
• Ensure documentation remains accurate and relevant.
• Promote knowledge sharing and self-service support resources.

Asset Management

• Coordinate IT asset issuance, return, transfer, and inventory tracking.
• Maintain accurate asset records and inventory repositories.
• Perform periodic stock-takes and asset audits.
• Support asset refresh, recovery, and disposal activities.

Meeting Room & Workplace Technology Support

• Support the operational readiness of meeting room and collaboration technologies.
• Perform routine checks on conferencing devices, AV equipment, displays, and peripherals.
• Assist with troubleshooting and basic fault isolation of meeting room technology issues.
• Coordinate vendor support and escalation for technology-related issues.
• Support technology setup for meetings, training sessions, and corporate events.

Operational Governance

• Maintain operational dashboards, reports, and service records.
• Support audits, compliance activities, and evidence collection.
• Assist in ensuring adherence to IT policies, standards, and procedures.

Requirements

• Diploma or Degree in Information Technology, Computer Science, Information Systems, or a related discipline.
• 1-3 years of experience in IT support, service desk, service delivery, or IT operations.
• Fresh graduates with relevant internship experience are welcome to apply.
• Basic understanding of IT Service Management (ITSM) processes and principles.
• Familiarity with ServiceNow or similar ITSM platforms will be an advantage.
• Exposure to Microsoft 365, Microsoft Intune, endpoint management, or workplace collaboration technologies will be beneficial.
• Basic understanding of computer hardware, operating systems, mobile devices, networking, and audio-visual technologies.
• Ability to perform basic troubleshooting of workplace and meeting room technology issues.
• Experience in IT asset management or inventory administration will be an advantage.
• Strong communication and documentation skills.
• Good organisational skills with the ability to manage multiple tasks and priorities.
• Positive attitude, willingness to learn, and commitment to continuous improvement.